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Senior Customer Care Operations Manager

✋ Offre pourvue
Secteur Transport
40k - 50k


Our company is a licensed freight forwarding startup evolving at the intersection of Tech, Logistics and the Art World. The startup specialises in the global shipping of high-end goods: paintings, sculptures, basically any valuable or bulky merchandise. We've developed our own proprietary algorithm to offer competitive real-time shipping quotes and an end-to-end logistics service to the art market. Our mission is to become a tech-driven company in a traditional industry, and therefore make the shipping of bulky and valuable items as easy as possible for any business across the world by providing an online and seamless experience. We currently serve a wide range of customers from art galleries, antique dealers, auction houses, online platforms to interior designers. With 120+ colleagues scattered across Paris & London and now New York as well (since recently!), we have a strong start-up & international culture. We thrive in solving complex logistics issues for our clients, enabling both sellers and buyers in the art market. We are backed by proven technology, prominent VC’s, and boast a global network and the resources (€9 million Series A funding in Jan. 2020) to seize the market opportunity.

Les missions

1) Your Role We are looking for a high energy, results-driven, team-oriented Senior Customer Care OPS Manager to join our rapidly growing Operations team to help us extend our success in Europe and keep our clients happy! In this role, you will have the great challenge of managing all VIP clients’ precious requests & expectations during shipments - from making quotes to keeping your customers updated about their shipments and answering all their questions. Your job will be to make sure that the Customer Care VIP Team is managing all requests efficiently, with high reactivity and according to our standards of excellence, to ensure customer satisfaction at all times - in a context of high growth & a large increase in the number of shipments. 2) What your team will look like More than 120 people from all over the world to work with you. You will work inside the French Operations Department of ~30 people, report to the Customer Care Team Lead and manage 1-2 people in the Customer Care - VIP Clients team. 3) What you'll do - Manage incoming customers requests, including quotes & use of our pricing algorithm - Follow the customers shipments and proactively update them on latest evolutions - Develop your own customers relationships and guarantee Convelio reactivity and level of service - Communicate with the different logistics teams (customer care, first mile, last mile, customs…) to fix together thousands of different issues every day - Suggest improvements in operational processes within the Operations team - Manage our current supplier base: van & trucks, crating centers, all around Europe > i.e. make sure their are assign to the right jobs, they perform they mission on time and respect our processes - Follow each transport with dedicated reports, tools and shared platform - Bring your contribution to the processes improvements - Find new suppliers and on-board them

Profil recherché

You have at least 3-5 years’ experience in an Operations / Customer Care team, or in a start-up environment - ideally with a first experience of team management You have excellent written and verbal communication skills as well as a good analytical sense (excel) You are perfectly fluent in English & French, any other language is a plus You have strong organizational skills and are disciplined in daily activity planning (ability to manage a large quantity of information, ability to multi-task and to prioritize) You are enthusiastic, ambitious, self-motivated and hands-on with a strong work ethic You enjoy working in a challenging fast-paced, target-driven and team-oriented environment You are an excellent learner and desire to adapt to new concepts and technologies


What we offer - Work for an exciting and fast-growing Tech-Logistics company evolving within the Art market. - Immersion in the startup ecosystem and an opportunity to work with a great team with diverse and highly advanced skill sets. - A very dynamic and kind team spirit, where you will have all space and support to fulfill your potential. - Autonomy to suggest improvements in team processes. - Improve your skills in the management of customer & supplier relationships, negotiation, and analytics. - Dedicated personal yearly learning budget and team support to grow both as a person and as a team. - A great onboarding program to make sure you have everything you need to grow in your role - Unlimited flexibility on remote work: when you want where you want (also after Covid-19!). - Internal virtual and physical events & initiatives: afterwork drinks, private online art classes… - Great Health insurance with Alan - Meal vouchers - A very pleasant office environment to learn and thrive in : bright offices in a nice district in the center of Paris!